What to do when your network is down

Our lives are forever on the go. Constantly bouncing between emails, social media and almost everything and anything with the press of a few buttons. It’s therefore not ideal for your life to be put on hold when your network goes down.

In today’s world, many of us rely on being connected to our networks whether it’s for work, social or personal reasons. It’s becoming second nature to assume we will be connected and it can be a shock if the network is down. Even for a short space of time. Sadly this has been the case for people on various services including Three and Sky.

What happened to the Sky and Three Network?

On the 17th of October, many customers woke up to find their network was no longer working. It’s reported that tens of thousands of customers were affected by the meltdown, resulting in many of these customers taking to social media to complain to the company when they had found WI-FI access. The outage mainly hit customers in big cities with the majority of the meltdown occurring in the London area. In response to the complaints, Three had said to attempt restarting their devices and hope that the network would be back on soon. However, many customers were unable to resolve the issue this way. Instead, many customers had to wait for the entirety of the day before they were back online.

With Sky, instead of their mobile network, it was their home broadband. This meltdown had affected thousands of homes in the south of the UK leaving many people without a landline or WI-FI. By 9 am it had been recorded that over 1,200 customers had complained about the outage and were unsatisfied. After all these complaints it had been confirmed by Sky that by 12:30 the same day the problems had been fixed and everyone was back online.

How to check if your network is down

With so many variables that go into you being connected to the internet, it’s not wise to jump straight to the conclusion that it’s your network in order to complain. In many cases, it can be the devices you are using and the different components that can be affected. Here we have made a tip list so you can check if you’re mobile network or broadband service are down.

Mobile network:

  • Check network status checkers: Many Networks now have network status checkers online. This is so you have an up to date feed on whether your network is working in your area. If you’re unable to access it over your network then you’ll have to access it through WI-FI. If it’s not down in your area then there will be an issue with the handset or sim.
  • Ask others: If you’re having a problem with your network when out and about then make sure to ask others on the same network. If there are multiple people in the same area having issues connecting to their network then there’s a high chance that it’s the network that’s having the issue.

Broadband:

  • Check network status checkers: Once again networks now have Network status checkers online so you have an up to date feed on whether your network is working in your area. This time if you cannot connect to your network make sure to check this using mobile data, this will allow you to then focus on your own system to fix if the network is still running.
  • Check the router lights: whilst reading the manual make sure to check what colour and orientation the lights on your router are flashing. These systems have specific colours and displays to show different errors that are occurring in the router. The general rule of thumb is that if it is flashing red or amber then this is a bad sign. 
  • Plug a device in directly to the router: taking away the element of wireless connection you can work out whether your router still has internet access. If you’re able to connect to the internet through a direct connection then there’s a problem with your routers wireless connection.

My Network went down, can I claim compensation?

If you are not receiving the level of service that you are paying for you are generally entitled to compensation according to regulator Ofcom. If your network does go down then you need to give your supplier a reasonable amount of time for the issue to be fixed. As nothing is perfect, issues do occur, even for large networks and they cannot be held to a perfect standard. Using the examples of Three and Sky there’s a difference in how quickly the service was brought back up. 

With Sky after receiving complaints over social media and on the phones the issues were reportedly fixed in a couple of hours for customers. This shows that the level of complaints was significant for repairs to occur and make customers happy once more.

Whereas with Three, many customers went the entirety of the day without having a mobile network. For many this affected their work lives and potentially losing them money with this problem. As this is lesser than the level of service they promised their customers it’s likely that many of these customers will have escalated their problems with the company through their formal complaint procedure. If you’ve had any other Issues with Three or Sky in their recent malfunctions make sure to contact their customer services number